The Oregon Workers’ Compensation Division (WCD) began working on an initiative called Voice of the Customer in December of 2001. Its goals were to identify our customers’ and stakeholders’ priorities as they relate to workers’ compensation information and services, to develop a sustainable process to measure the levels of satisfaction with our services, and to develop processes and materials for continuous input. Thirty-nine surveys were conducted between early 2002 to 2005. The following activities occurred as a result of survey responses:

Customer service
Improve forms & documents
Marketing
Monitoring managed care
Process improvement
Reemployment and Vocational Rehabilitation Program improvements
Surveys requested by others
Training & education
Web site

In regard to our field audits of insurers and self-insured employers, WCD continues to emphasize the importance of excellent customer service through our daily interactions and at staff meetings.

WCD continues to discuss who our customers are to keep staff aware of the variety and diversity of our customers' needs.

The division continues to train new reemployment assistance consultants on excellent customer service.

The division continues to train new benefit consultants on the importance of good customer service skills and we discuss who our customers are and what good customer skills are on a regular basis.

The Employer Compliance Unit received customer service training for line staff on telephone response and etiquette. Staff were asked to check "tone" and enthusiasm for assisting customers.

The division plans to modify Form 2476 after consulting with Department of Justice about legal requirements for the form.

The division is currently in the process of implementing "early" solicitation of public input: rules, bulletins, and forms.

WCD will notify all of the rules and bulletin process survey respondents of the information services it offers, including its Web site, e-mail notification service, free hard-copy notice of proposed rulemaking, the paid annual subscription service for all rules and bulletins, and phone numbers for obtaining publications.

WCD is currently in the process of implementing target marketing better matching the type of rule information published with customers who are affected by the regulation.

The division continues to assist and facilitate workers' and stakeholders' managed care issues with involved parties. Continue monitoring, overseeing and regulating insurers and self-insured employers, as appropriate, to ensure appropriate enrollment is occurring and the insurer and self-insured employer are not inappropriately involved in the management of enrolled workers' care.

In May of 2003 a process improvement project was undertaken with the objective of decreasing the number of lag days between assignment and decision in the work-site modification process. The goal was that 80% of work-site modification decisions would be made within 60 days from the request receipt date. Between 7/1/03 and 12/31/04 the consultants decided 561 requests. 450 or 80% were within 60 days.

The Appellate Review unit initiated a quality assurance process that included the review of Orders by the lead workers.

The division is currently in the process of implementing simplification of rulemaking notices.

Rule clarification: Each time we write rules we try to clarify those that our customers tell us are hard to understand. We constantly strive to be consistent in providing information and rule interpretation to our customers. We meet regularly to discuss these types of issues and instituted an email process to discuss rule interpretation issues.

A process improvement project reduced the length of time to complete Final Administrative Orders.

The Medical Review (MRU) unit reduced total caseload and total number of cases over 90 days old through numerous process changes. The month- to-month and employee-to-employee variations have both diminished markedly. MRU has increased the number of cases resolved by Alternative Dispute Resolution processes, where the average processing days are 71. MRU has reduced our overall processing days from 86 in 2003 to 81 in 2004, in spite of an increase in requests of approx. 10% as well as new duties added to the unit. MRU has reduced the number of open cases at any one time from a high of 320 to around 265.

Sanctions Unit implemented new procedures to improve the timeliness of benefit suspension reviews and orders.

The Medical Review Unit has done many process improvement projects with resulting streamlining and increased effectiveness in processing.

The Rehabilitation Review Unit has eliminated its backlog and established a time standard, 60 days, for completing dispute resolutions and has been reducing the median time it takes to resolve a dispute. Last year it was 56 days and currently it is 42 days.

The Medical Labor Advisory Committee (MLAC) approved several changes designed to maximize use of the EAIP and the Preferred Worker Program, and streamline the development of a vocational assistance plan for those who are eligible for vocational assistance.

The new rules currently being proposed are designed to reduce timeframes for eligible workers to begin vocational training plans.
Rule/Statute change: Increased fee ceiling on 21-month vocational training plans.

The Management-Labor Advisory Committee was provided the Independent Medical Examination and Permanent Total Disability information as requested for their use in policy and legislative recommendations, such as legislation that would create a certification program for IME providers, a complaint and investigation process, and appeals and dispute resolution processes; and legislation that would provide better benefits for injured workers who are permanently and totally disabled.

Hearing Officer performance evaluation survey results are shared with the Office of Administrative Hearings.

WCD is filming training workshops to provide customers the training on disk.

WCD will soon be providing training on-line.

WCD created training workshops for awareness and investigation of fraud and abuse. Investigations Unit developed a training presentation identifying the most common complaints investigated to help educate employers about their responsibilities.

The Employer Compliance Program continues to work closely with the Small Business Ombudsman to provide training, insurance information, and assistance with insurance issues.

WCD will be sending each new Oregon subject employer information about WCD's information services.

Survey respondents requested training in several areas. A two-year training outreach plan was developed for each of the division's customer groups, focusing on areas respondents identified as training needs.

Training topics requested from surveys were used to develop programs for a Workers' Compensation Educational Conference.

WCD is working with other agencies and business partners. The division has targeted new business owners insurance agents, and the business community in general to provide education on coverage and workers' compensation insurance issues.

WCD has instituted a policy of regular review of all material placed on the Web to keep it current and accurate.

The division is in the process of adding more online information about fee schedules.

A new Web page called "About us" has been developed.

Articles have been published online and in the WCD newsletter with information specifically for employers.

A Contested Case Hearing Reporter was developed for the WCD Web site for attorneys to research workers' compensation cases by name, claim number, employer, or subject.

More information was added to the injured worker and employer Web pages to meet informational needs expressed.

Performance audit results were placed on the Web to provide employers data to compare their insurer's performance to others.